National Grid Rhode Island — Customer Service: Complete Professional Guide

Overview of Service and Customer Responsibilities

National Grid is the electric and gas distribution company operating in Rhode Island under the regulatory authority of the Rhode Island Public Utilities Commission (RIPUC). In Rhode Island the company’s customer service function covers metering, billing, outage response, safety inspections, new service connections, and delivery of energy efficiency programs administered in compliance with state plans. National Grid’s role is distribution and customer-facing operations — electricity generation and retail commodity may be provided by separate competitive suppliers.

Customers should understand that National Grid is responsible for the physical delivery of energy, maintenance of distribution assets, and emergency response. Account management (billing, payment arrangements, service start/stop) is managed directly by National Grid customer service or via the secure online account portal advertised on the company’s Rhode Island site: https://www.nationalgridus.com/RI-Home. For questions about utility regulation, rates, or formal complaints, the state regulator is the Rhode Island Public Utilities Commission (RIPUC) — see the regulatory section below for direct contact and address details.

Contacting National Grid and Emergency Procedures

National Grid provides separate channels for routine customer service and for gas or electric emergencies. For life-safety emergencies (smell of gas, downed wires, sparks, or fire) call 911 immediately and then contact the utility’s 24/7 emergency line listed on your bill or at the National Grid Rhode Island web pages. The web portal and your monthly bill also list the specific 24-hour emergency phone number for your town and service type — always keep that number available.

For account questions, meter reads, billing disputes, and non-emergency service orders, use the online account center at https://www.nationalgridus.com/RI-Home where you can view bills, enroll in auto-pay, report outages, and submit documents. If you need to escalate an unresolved issue, National Grid maintains a formal escalation and complaint-handling process that is documented on their site and on state regulator pages. When escalating, having the account number, recent bill dates and meter numbers reduces resolution time.

Billing, Payments, and Customer Assistance Programs

National Grid offers multiple payment channels: online via the account portal, recurring bank/credit card payments, pay-by-phone, mail, and authorized walk-in payment locations. The company typically publishes processing times for each payment method (e.g., same day for online/phone, 3–5 business days for mailed checks) on its billing FAQ pages. Budget billing and equal payment plans are commonly available to smooth seasonal spikes; joining these programs requires 12 months of enrollment and periodic reconciliation against actual usage.

For customers who face affordability issues, National Grid participates in state- and federally-funded assistance programs. In Rhode Island, energy assistance and arrearage programs coordinate with the RI Office of Energy Resources and RIPUC rules. Examples include income-qualified payment plans, crisis assistance referrals, and weatherization/efficiency upgrades that reduce future bills. Eligibility thresholds, program names, and funding levels change year-to-year; customers should consult the National Grid RI assistance page and RIPUC consumer pages for current income limits and application instructions.

Outages, Reliability and Safety Procedures

When outages occur, National Grid publishes outage maps and estimated restoration times on its RI web portal. Customers can report an outage online or by phone; when reporting, provide account or meter number and a precise service address. For gas safety, immediate action is crucial: evacuate if you smell natural gas, avoid operating electrical devices, and do not use phones inside the building — call the emergency line from a safe location.

National Grid’s storm readiness and annual reliability reports (available on the corporate or state pages) outline typical restoration staffing levels and mutual assistance arrangements. After major storms, expect triage-based restoration (life-safety issues first), with full system restoration timelines posted and updated regularly. Keep your contact and meter information updated to receive automated outage notifications and estimated restoration messages.

Practical Account Actions — What to Prepare (Value-Packed List)

• Have these items ready before contacting customer service: account number (from a prior bill), exact service address, meter number (if available), recent bill amount and due date, and a preferred contact phone/email. These reduce resolution time by 30–60% for most inquiries.
• For payment arrangements: bring proof of income (pay stubs, benefits letters), prior-balance statements, and a proposed payment schedule. For energy assistance applications, prepare ID, social security numbers for household members, and heating/cooling fuel bills for the prior 12 months.
• For new service or disconnection/ reconnection requests: know required permits, contractor details (if applicable), and expected timeline. Typical reconnection after payment confirmation may be same-day to 48 hours depending on location and staffing.

Regulatory Oversight and Formal Complaints

If you cannot resolve a billing or service dispute with National Grid, you can file a complaint with the Rhode Island Public Utilities Commission (RIPUC). The RIPUC maintains consumer protection and complaint intake; its website (https://www.ripuc.ri.gov) provides forms and instructions. The Commission’s office is the formal route for rate appeals, service-quality disputes, and requests for hearings. Use the regulator when timeline or safety standards are not met by the utility’s customer-service process.

Keep records of all contacts: dates, representative names, reference numbers, and copies of correspondence. This documentation is critical if you escalate to RIPUC or seek consumer-advocacy assistance. For systemic issues (wide-area outages, repeated billing errors), aggregated customer data and timelines accelerate regulator review and compel corrective action.

Final Practical Tips

Use the National Grid RI online portal for the fastest service for routine tasks: bill retrieval, payment, outage reporting, and program enrollment. Subscribe to notifications for outage and restoration updates. For safety or immediate danger, prioritize dialling emergency services (911) first, then the utility emergency number from a safe location. Verify and update your contact and account information annually to ensure timely alerts and minimize administrative delays.

For authoritative links and forms, begin at the National Grid Rhode Island page (https://www.nationalgridus.com/RI-Home) and the RIPUC consumer pages (https://www.ripuc.ri.gov). When in doubt about legal or regulatory questions, the RIPUC and local community action agencies can provide up-to-date program thresholds, office addresses, and direct phone numbers for state-administered assistance.

How do I contact National Grid customer service?

For National Grid Customers
National Grid customers with questions about their accounts, energy efficiency programs or bill affordability concerns visit our website or contact our customer service team at 800-642-4272.

How do I contact RI energy customer service?

If you are trying to reach the utility company, Rhode Island Energy, please visit: https://www.rienergy.com or call 855-743-1101.

Is the National Grid open on 24/7?

National Grid US (@nationalgridus) / X. Our team is available Mon—Fri., 9–6 EST. If you suspect a gas leak or have an electric emergency contact us 24/7 at ngrid.com/contactus or 911.

Are National Grid and RI energy the same?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview No, Rhode Island Energy is not currently part of National Grid. Rhode Island Energy was previously The Narragansett Electric Company, a subsidiary of National Grid. However, in 2022, National Grid sold The Narragansett Electric Company to PPL Corporation, and it was rebranded as Rhode Island Energy. PPL Corporation now owns and operates Rhode Island’s primary electric and natural gas utility, according to PPL Corporation. 

AI responses may include mistakes. Learn moreBig things happening at Rhode Island Energy | Warwick BeaconAug 14, 2024 — By now you’ve heard the news that Rhode Island Energy (RIE) is part of the PPL Corporation (NYSE:PPL) family of compan…Warwick BeaconGoLocalProv | DEAL DONE: National Grid Sold to PPL—to be Rebranded “RI Energy”May 26, 2022GoLocalProv(function(){
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Can RI Energy shut off power in winter?

Under Public Utilities Commission (PUC) regulations, electricity and gas providers are restricted from shutting off residential utility services for nonpayment during the state’s winter utility termination moratorium, which stretches from Nov. 1 to April 15 of each year.

Is the National Grid still in Rhode Island?

National Grid was recently bought out by Pennsylvania Power & Light (PPL), and renamed Rhode Island Energy (RIE). As you’ve found, there are still vestiges of the National Grid branding all over the site. RIE is the default service provider for both natural gas and electricity.